Director of Hospitality, Retail Experiences
The Role:
The Retail Experiences team owns Customer Experience (CX) delivery for the Retail Bank’s physical channels: the Café and Branch networks. We are looking for a Director of Hospitality to lead the customer-facing, multi-unit food and beverage program in our nationwide Capital One Café network.
In this high impact role, you’ll lead a small internal team as well as own the relationship with and performance of our third-party food and beverage operator. You’ll drive strategy around menu offerings, frontline readiness, and promotional/marketing plans, partnering closely with leaders across Retail Design, Marketing, Strategy, Product, and Frontline leadership. Through this work you’ll turn CX strategy into reality and build a scalable hospitality program to support our growing cafe footprint. You’ll operate in a collaborative environment that values your insight, encourages continuous learning, and rewards innovation.
Key Responsibilities:
Food & Beverage (F&B) Program Strategy & Operations
Program Vision: Lead the vision for the Capital One Café F&B program, ensuring alignment with our broader Retail Experience strategy.
Menu & Offering Innovation: Develop and evolve F&B menu offerings to meet evolving customer needs.
Operational Excellence: Set and maintain rigorous operating standards and standard operating procedures (SOPs) to ensure consistent, premium guest experiences across the nationwide network.
Strategy Execution: Drive work around frontline readiness, promotional and marketing plans, and operational adjustments to maximize efficiency and customer satisfaction.
Partner & Vendor Management
Vendor Performance:Own the end-to-end relationship and performance metrics for our third-party food and beverage operator; define and enforce partner financial reporting standards and staffing guidelines.
Quality Assurance: Oversee network performance through regular analysis of customer feedback, mystery shopping, and operational audits to ensure excellence in delivery.
Contract Governance: Manage operational accountability and service-level agreements (SLAs) with external partners.
Cross-Functional Leadership
Strategic Collaboration: Provide tactical and strategic thought partnership to leaders across Retail Design, Marketing, Strategy, Product, and the Frontline to ensure the hospitality experience is seamlessly integrated into the overall Capital One Café customer experience.
Marketing Integration: Work closely with internal marketing and PR teams to craft and amplify the guest experience story and Café promotional programming.
Events and Programming Integration: Provide strategic alignment and F&B integration into seasonal campaigns, in-cafe events, promotions, and programming on an ongoing basis.
Team Business Operations
People Leadership: Lead, develop, and coach a high-performing internal team, fostering a culture of continuous learning, collaboration, and innovation.
Financial & Resource Management: Manage the F&B program budget, balancing the need to elevate the guest experience while finding cost efficiencies and driving overall profitability.
Performance Tracking: Own the alignment, tracking, and management of team KPIs and OKRs, driving regular business reviews with senior leadership
Basic Qualifications:
Bachelor’s Degree or Military experience
At least 7 Years of Project Management experience
At least 5 Years of People Management experience
Preferred Qualifications:
Masters / MBA degree
8+ years of Project Management experience
6+ years of People Management experience
PMP, Lean, Agile or Six Sigma certification
Exceptional communication and collaboration skills
Excellent problem solving and influencing skills
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
McLean, VA: $206,000 - $235,100 for Director, Project ManagementNew York, NY: $224,800 - $256,500 for Director, Project Management
Richmond, VA: $187,300 - $213,700 for Director, Project Management
Wilmington, DE: $187,300 - $213,700 for Director, Project Management
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
